Call Center Representative Team Lead (Remote)

Call Center Representative Team Lead | Vision IntegratedPartners | United States

Key Objectives:

Call Center Representative Team Lead | Vision Integrated Partners | United States

Key Objectives:

Being a leader of the call center. Presenting a positive presence, and assisting agents in providing an exceptional patient experience.
Develop training initiatives to improve the call center’s efficiency and productivity levels.
Review call center activities to identify additional areas of improvement.
Scheduling accurately
Providing special attention to patient’s needs.
We are providing excellent customer service.
Represent MVP in a positive and professional manner

Schedule:
Monday-Friday

8:00 am-5:00 PM

You must live 30 miles within Cleveland, Oh

What you will be doing

Responsibilities include:

Oversee daily operations of the Patient Communications Department
Assist with Team meetings and completion of meeting notes.
Assure appropriate staffing for day-to-day operations by overseeing the manual time off calendar.
Train and support call center associates. In addition, maintain the Dept Training Manual.
Participate in cross-functional teams to ensure agents are trained on multiple tasks.
Address training initiatives that directly impact call center agent retention and patient satisfaction.
Manage the patient contact process for reschedules, including patients who are unresponsive to reminders.
Ability to schedule and convert patients appropriately for Specialty Eye Institute centers.
Contact patients who may have not responded to their reminder cards and be assertive to ensure the appointment will be rescheduled (telemarketing)
Typing and distributing weekly doctor schedules to all medical/surgical offices and staff
Assisting with Doctor template changes to ensure maximization of schedules
Sending information packets, and mass mailing to all patients or offices when requested
Oversee Nextiva Call Center Dashboard
Complete all month-end reports for the Director of Communications
Perform various other duties as requested by the Director of Communications

What you know

MINIMUM KNOWLEDGE, SKILLS & ABILITIES REQUIRED:
Education:

High School diploma required – minimum

Experience:

Two to four years experience in related sales.
Proficient in Microsoft Word, Excel, and PowerPoint
Interpersonal skills necessary to effectively interact with staff, doctors, customers, and the public
Ability to communicate effectively, both in writing and verbally
Ability to handle multiple tasks effectively and meet deadlines
Must have strong organizational skills and the ability to work independently, and cooperatively, and have excellent professional judgment

What you will receive

Competitive wages
Robust benefit package including medical, dental, life, and disability (short- and long-term) insurance
Generous paid time off (PTO) program
Seven (7) company paid holidays
401(k) retirement plan with company match
An organization focused on People, Passion, Purpose, and Progress
Inspirational culture

About Midwest Vision Partners

Midwest Vision Partners was founded in 2019 to build a premier eye care platform in partnership with Alpine Investors, a San Francisco-based private equity firm. Alpine is a strong supporter of MVP, given its PeopleFirst™ philosophy, unparalleled track record, significant financial resources, and a commitment to building a platform that includes physician leadership at the highest levels.

Headquartered in Chicago, our mission is to provide world-class support to ophthalmologists and optometrists, enabling them to focus on improving patients’ vision to help people live their best lives. Today, MVP’s network consists of 16 practices, 125 physicians, and roughly 1500 employees providing medical and surgical eye care services at over 60 locations throughout the Midwest. We strive to be the premier provider of eyecare in the Midwest through a culture of collaboration and excellence.

Tagged as: remote, remote job, virtual, Virtual Job, virtual position, Work at Home, work from home